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University of Mumbai

GNVS Institute of Management


GTB Nagar, Sion-Koliwada(E), Mumbai-400037

Summer Internship Report


A.Y. 2016-17

Submitted in Partial Fulfillment of


Masters in Management Studies
Specialization: Human Resources
Topic: A Descriptive Study on Emotional
Intelligence of LIC Agents in Mumbai

Submitted by:
Name: DHVANI PANCHAL
Roll No: 201545

Under the Guidance of


Dr. Mrinali Tikare
DECLARATION

I hereby declare that the Summer Internship Report submitted for the MMS
Degree programme at GNVS Institute of Management (Affiliated to University
of Mumbai) is my original work and is conducted in 1-ON-1 HR Consultancy
Services.

Place: Mumbai

Date:

Dhvani Panchal

Signature of the Student


Certificate

This is to certify that the Summer Internship Report is the bonafide internship
work, carried out by Ms. Dhvani Panchal, student of MMS programme, at
GNVS Institute of Management (Affiliated to University of Mumbai) during the
period of May 2016 to June 2016, in partial fulfillment of the requirements for
the award of the Degree of Master in Management Studies.

Place: Mumbai
Signature of Student
Date:

Signature of Internal Guide Signature of External Examiner

College seal Signature of Director


ACKNOWLEDGEMENTS

I wish to express my gratitude to Nellaiappan Pillai from the 1-ON-1 HR Consultancy


Services for providing me valuable information and guidance.

I am grateful to GNVS Institute of Management for giving me an opportunity to pursue MMS


programme. I wish to thank Dr. R. K. Singh, Director, GNVS Institute of Management who
has been a perpetual source of inspiration and offered valuable suggestions.

I am indebted to my Guide Dr. Mrinali Tikare, GNVS Institute of Management, for providing
guidance, support, and encouragement throughout my internship Study.

I would like to express my thanks to all people from the 1-ON-1 HR Consultancy Services
for their support and guidance from time to time during my internship programme.

Place: Mumbai
Date:

Signature of the student


(Dhvani Panchal)
TABLE OF CONTENT
SR NO. CONTENTS PAGE NO.
CHAPTER I INTRODUCTION 1
1.1 Background 2
1.2 Current state of the industry 4
1.3 Approaches 5
1.4 Specialization 5
1.5 Academic perspective 6
1.6 About the company 7
1.6.1 Projects handled 8
1.6.2 Services provided 9
1.7 Process 11
1.8 Challenges faced 11
1.9 Points that the consultancy needs to take care of 14

CHAPTER II EMOTIONAL INTELLIGENCE 15


2.1 Introduction 16
2.2 History 17
2.3 The four branches of emotional intelligence 18

2.4 Main models of Emotional Intelligence 19


2.5 General affects 22
CHAPTER III LITERARTURE REVIEW 24
3.1 Review of literature 25
3.2 Gap of study 28
CHAPTER IV RESEARCH METHODOLOGY 29
4.1 Objectives of the research 30
4.2 Research process 30
4.2.1 Survey method 30
4.2.2 Sampling design/ framework 31
4.2.3 Target population 31
4.3 Strategy 31
4.3.1 Sampling technique 31
4.3.2 Hypothesis 31
4.4 Selection of tool 32
4.4.1 Description of tools 32
4.4.2 Reliability of the tool 33
4.4.3 Validity of study 33
4.4.4 Scoring method 34
4.4.5 Data collection 35
CHAPTER V DATA ANALYSIS 36
5.1 Demographic profile 37
5.2 Descriptive analysis of all variables 37
5.3 Descriptive analysis of independent ‘t-test’ 38
5.3.1 Independent t-test of gender 38
5.3.2 Independent t-test of experience 39
5.4 Testing of hypothesis 40
5.4.1 Hypothesis of experience 40
5.4.2 Hypothesis of gender 41
5.5 Hypothesis retained or rejected 42
CHAPTER VI FINDINGS & DISCUSSIONS 44
6.1 Findings 45
6.2 Discussions 45
CHAPTER VII CONCLUSION 46
7.1 Conclusion 47
CHAPTER VIII BIBLIOGRAPHY 48

8.1 Bibliography 49

8.2 References 49

CHAPTER IX ANNEXURE 50

Questionnaire 51
LIST OF TABLES

Sr No. TITLES PAGE NO.


4.1 Research Process 30
4.2 Hypothesis of the study 31
4.3 Scales to Measure Emotional Intelligence 32
4.4 Reliability of Instrument 33
4.5 Scoring Method 34
4.6 Data collection 35
5.1 Demographic Profile 37
5.2 Descriptive Analysis of all variables 37
5.3 Independent T-test of Gender 38
5.4 Independent T-test of Experience 39
5.5 Hypothesis retained/rejected 42